We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 392389 results
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Decision Reference DRN-6008494
10 Dec 2025 Topaz Finance Limited UpheldMortgagesDRN-6008494 The complaint Ms G complains that Topaz Finance Limited took too long to issue redemption statements for her buy to let mortgages, and as result she was unable to complete on the new mortgage she had arranged before it expired. What happened Ms G had five interest-only buy ... (7 pages)View decision -
Decision Reference DRN-5827262
10 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5827262 The complaint Mr S complains Nationwide Building Society treated him unfairly when it loaded a marker at Cifas, the fraud prevention database. What happened A summary of what happened is below. Mr S applied for a bank account with Nationwide in 2022. The account was approve... (2 pages)View decision -
Decision Reference DRN-5830970
10 Dec 2025 Wave Lending Limited Not upheldMortgagesDRN-5830970 The complaint Miss H and Miss M complain that Wave Lending Limited mis-sold them an unaffordable buy-to-let mortgage in 2007. What happened Miss H and Miss M took out an interest-only buy-to-let mortgage with Wave in 2007 to buy a new-build property. They did so on the advic... (3 pages)View decision -
Decision Reference DRN-5904730
10 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5904730 The complaint Mr R’s complaint is, in essence, that Mitsubishi HC Capital UK PLC (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), and (2) d... (14 pages)View decision -
Decision Reference DRN-5976529
10 Dec 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5976529 The complaint Ms M has complained that Creation Consumer Finance Ltd Creation declined her claim against it under Section 140 of the Consumer Credit Act 1974. What happened Ms M bought a solar panel system (the system) for her home in 2013. The total price of the system was... (3 pages)View decision -
Decision Reference DRN-5924506
10 Dec 2025 Bamboo Limited Not upheldConsumer CreditDRN-5924506 The complaint Miss B complains that Bamboo Limited (Bamboo) acted irresponsibly when she took out a loan with them. What happened On 15 February 2020, Miss B took out a loan with Bamboo which she believes was unaffordable. This is because her bank account was overdrawn by £... (4 pages)View decision -
Decision Reference DRN-5264984
10 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5264984 The complaint Mr B has complained that Santander UK Plc won’t refund money he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What ... (4 pages)View decision -
Decision Reference DRN-5651031
10 Dec 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5651031 The complaint Mr M complains PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket irresponsibly provided him with a loan when he was already in financial difficulty. What happened In February 2024 Mr M applied for a loan with Quidmarket. The application was approved and he wa... (3 pages)View decision -
Decision Reference DRN-5616596
10 Dec 2025 Scottish Widows Limited UpheldInsuranceDRN-5616596 The complaint Mr P, a trustee of the P Trust, complains about incorrect information Scottish Widows Limited has sent him about the whole of life policy held in the P Trust. What happened In 1995 Mr P took out a reviewable whole of life policy and placed it in trust – he and ... (2 pages)View decision -
Decision Reference DRN-5974980
10 Dec 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5974980 The complaint Mrs C’s complained that Aviva Life & Pensions UK Limited dealt with her unfairly when they proportionately reduced the settlement she received following a claim. What happened Mrs C bought a life and critical illness cover policy from Aviva in late 2023. T... (3 pages)View decision